“The sweetest and most important sound to a person in any language is his or her name.” - Dale Carnegie
One of the first things I learned as an hotelier was the importance of using the guest’s name. No surprise then that read more...
Every organizational leader wants their teams to provide great customer experiences.
They put “the customer comes first” on their company posters, they mention the phrase “customer-centric” in their annual reports, and they proudly announce the newest AI rollouts designed to improve read more...
As a kid I was awestruck and a big fan of the story of the Titanic. I think I was not alone. The world was and still is a curious and active onlooker to such tragedy. Tragic, because of the read more...
Now that the import ban has been lifted, our car-starved country is finally having its appetite for new vehicles being satiated. Yes, prices are astronomically higher than before. That’s because of several factors, the most significant ones being exchange rates read more...
Being ill, particularly when it involves having to go to a hospital to take medications for pain or anxiety, can make anyone confused. The hospital environment adds to the problem. Often perceived as cold and impersonal, traditional hospitals must reinvent themselves read more...
One of the things I find when doing restaurant consulting is that owners and management frequently have not considered the comfort of their guests while dining, and work solely on making sure the food and service is a good quality. read more...
Prepaid expenses play a crucial role in hotel financial management, ensuring that costs are allocated correctly and financial statements remain accurate. When handled properly, prepaids improve cash flow management, compliance, and audit readiness. However, misunderstandings around what qualifies as a read more...
When people think of AI in hospitality, they might picture a cold, robotic takeover, a hotel where machines handle check-ins, room service, and even guest requests. Convenient? Sure. Memorable? Not at all. Let me clear the air: AI isn’t here read more...
The island nation began 2025 welcoming 252,761 international visitors in January whilst falling short of its targeted 305,687 projection for the month by 17%.
However, last month’s actual arrivals number marks a 21% increase compared to January 2024 and a 5.8% read more...
A fixed check-in time, long queues at the front desk, and constantly waiting for a room to be ready - these are three familiar major pain points that the majority of hotel guests have to grapple with!
Hotel check-in times might read more...
Taking in verdant tea country and historic stations, the island’s railway network makes for a perfect way to explore.
Writing in his memoirs, Leonard Woolf said that the hills of Sri Lanka “rise and fall all round you in great waves, in a read more...
TikTok is facing dire straits in the United States. I’m not going to go into the reasons which have a distinctly political flavour to them. The app was supposed to be banned on 17th January, but new president Donald Trump read more...
